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Business Profile

Skin Care

Maelys Cosmetics USA Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessB Rated by BBB

Complaints

This profile includes complaints for Maelys Cosmetics USA Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Maelys Cosmetics USA Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 846 total complaints in the last 3 years.
    • 727 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/07/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 4th, my bank account was charged $52.43. This is the second time my account has been wrongfully charged, and I'm extremely irritated. Not only do I not have the money for this purchase, but I don't even have the product. Twice now I have been charged over $52 and I've also been charged the shipping amount which equals up to about $12. I want a refund and I want to stop being charged!

      Business Response

      Date: 05/07/2025

      We sincerely apologize for the difficulties youve experienced with your order.
      Its always our goal to ensure every customer feels valued and completely satisfied with their experience.

      Weve reached out to you privately to provide more information and assist you further.

      In the meantime, please dont hesitate to reach out if you have any additional questions or concerns were here to help in any way we can.

    • Initial Complaint

      Date:05/05/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order to "try before you buy" on April 4th for 2 products. I attempted to login to get a return label a couple weeks after products were delivered and had issues with website. Once I logged in I reached out to customer service who said I was too late to return even though 21 days had not passed since I recieved products. A couple back and forth emails and they agreed to send return label. My card had not yet been charged. I DIDNT RECIEVE RETURN LABEL AND CARD WAS CHARGED THE NEXT DAY. These are deceptive business practices. The website says "60 day money back guarantee" I am seeking a full refund and will happily return their products.

      Business Response

      Date: 05/06/2025

      We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Our customer service team has reached out, and we wanted to confirm that we have successfully processed a refund for your order. Please do not hesitate to reach out for anything else.

      Customer Answer

      Date: 05/06/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      **** *******



       

    • Initial Complaint

      Date:05/04/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased the try before you buy with my ****** account. I tried it for a week without liking the product. I emailed customer service and the sent me a return label for the products as well as free bag. I kept all original packaging so it was easy to take and have mailed. It was scanned at their warehouse in ** on April 19th according to **** tracking. I had to retrun my items by April 22nd. On April 24th. I was billed $126.55 on my ******. Even though I no longer have the product.

      Business Response

      Date: 05/04/2025

      We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Our customer service team has reached out, and we wanted to confirm that we successfully processed your refund. Please do not hesitate to reach out for any other concerns.

      Customer Answer

      Date: 05/04/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ******* *****



       

    • Initial Complaint

      Date:05/03/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 5th I placed an online order through the Maelys website, and received my item on April 5th. The seller makes it clear that there is a 3-week trial period through which you can return the item and not pay full price. I wasn't happy with the product, it doesn't do what it said it was going to do, so I started trying to find out how to return it. The website talks about the trial offer, but makes it nearly impossible to figure out how to start the return process, and you also don't receive anything that lets you know what the date range is for your purchase. So I gave up trying to use the website and instead replied to an email I received from a woman named ******** saying that she would be my personal assistant throughout my purchase and trial period and that I could reply directly to her for any thing I needed. On April 30th I sent her an email saying that I wanted to return the product, but I never received a response from her. At that point I spent another 20 minutes going through their website trying to figure out how to return the item. I gave up and sent a message through customer service. At that point they replied and said that I was one day over my trial period and that they would not accept the return. This whole situation seems so fishy. I followed the only directions I was given, which I explained to the customer service message. At that point customer service sent me a reply that was the exact same wording as the one they had sent before, not registering the new information. I'm fairly certain I was talking to a bot and not an actual person.

      Business Response

      Date: 05/04/2025

      We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. We have sent you a return label. If you do not receive it or encounter any further issues, please let us know, and we will ensure you have everything you need to complete your return. Please do not hesitate to contact us for any other concerns.

    • Initial Complaint

      Date:05/03/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Wouldnt let me cancel an order I no longer wanted it but said it was too late. I placed my order a little over an hour ago, and they say its too late to cancel that cant be possible. And now they have a hold on my money in my account

      Business Response

      Date: 05/04/2025

      We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. We have sent you a return label. If you do not receive it or encounter any further issues, please let us know, and we will ensure you have everything you need to complete your return. Please do not hesitate to contact us for any other concerns.

      Customer Answer

      Date: 05/06/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ****** *******



       

    • Initial Complaint

      Date:05/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      There advertising there products try before you buy and just the shipping cost but they take the shipping cost plus the actual cost of the product also puts a hold on your funds in you bank account

      Business Response

      Date: 05/04/2025

      We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Please dont hesitate to reach out if you have any further questions!

    • Initial Complaint

      Date:05/02/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi there I am a single mom of 4, and I was misinformed with this try it before you buy it maeleys cosmetics. I thought I was only trying 1 cream for 40 dollars. But then I received an entire box of creams costing 200 dollars! That takes up half my paycheck and I cant afford that with my 4 kids! I want to return all the items! Please send a shipping label! Please make this right!

      Business Response

      Date: 05/02/2025

      We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. We have sent you a return label. If you do not receive it or encounter any further issues, please let us know, and we will ensure you have everything you need to complete your return. Please do not hesitate to contact us for any other concerns.

      Customer Answer

      Date: 05/07/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      **** **********



       

    • Initial Complaint

      Date:05/01/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had multiple issues with being able to change products or my subscription online with them. Then my subscription date I changed online. It still charged me. ****** out my account. I have emailed them to cancel the order as it was just made this morning. But I can't get any help. I've sent multiple emails saying what happened and to refund my money. Then I got a email today saying my order is shipping. By ***. I keep asking to please stop the order and refund my money as I didn't authorize this transaction. Now there going to send me a package and I'm gonna have to send it back and wait for my almost 300 dollars when if they just canceled it being it was just done this morning and this morning I emailed them right away. This is not fair. Nobody will return my emails to fix this.

      Business Response

      Date: 05/02/2025

      We sincerely apologize for the difficulties youve experienced with your order.
      Its always our goal to ensure every customer feels valued and completely satisfied with their experience.

      We have sent you a return label. If you do not receive it or encounter any further issues, please let us know, and we will ensure you have everything you need to complete your return. Please do not hesitate to contact us for any other concerns.

    • Initial Complaint

      Date:05/01/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased Maelys cosmetic products. Clinically proven body solutions. B-TIGHT and RE- LURE to reduce cellulite viewed multiple videos before I purchased it, The purchase plan was try before you buy so if the products did not work, you could get your money back. The products did not work for me. Attempted multiple emails, not able to reach by phone. Search multiple source to try to locate a contact number to no avail. I continue to email them back-and-forth Maelys continued to tell me were so busy well get back to you. The email went back and forth for a little over a month. The company offered me other products which I refused. Im continuously telling them I wanted a refund for over a month or so. Maelys cosmetic company states oh its been too long of a time now so you can no longer get your money back. I feel they were stringing me along with the back-and-forth emails until the time lapse. To the point where Maelys could say I could no longer get my money back. I told Maelys that this was unacceptable and that I would reach out for further intervention to retrieve my full refund back.

      Business Response

      Date: 05/02/2025

      We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Our customer service team has reached out, and we wanted to confirm that we have successfully processed a refund for your order. Please do not hesitate to reach out for anything else.

      Customer Answer

      Date: 05/04/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      *** *******



       

    • Initial Complaint

      Date:05/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to cancel my order *********! No one seems to help. My daughter bought this without permission and I know have a pending withdrawal of $52. and a $5.90 shipping! That way over priced. She ordered by mistake. I want this cancelled. Before it is shipped! I dont want any money being taken from my account. I already contacted my bank.

      Business Response

      Date: 05/02/2025

      We apologize for any inconvenience! Our Try Before You Buy option lets you experience our products without upfront payment. A non-refundable $5 shipping fee is charged at checkout, and you have 21 days to decide if you'd like to keep the items. If you choose to keep or exchange them, the payment will be processed automatically at the end of the trial period. If not, you can return the products within the 21-day window to avoid any charges. Please dont hesitate to reach out if you have any further questions!

    Maelys Cosmetics USA Inc. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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